Technical Support Analyst (L2)

Powering the Backbone of Modern Computing

Our client operates at the intersection of high-performance computing and modern software infrastructure. They design platforms that enable developers, engineers, and innovators to deploy, scale, and optimize workloads with speed and reliability. Known for technical depth and a product-first mindset, they support a global user base that relies on precision, performance, and dependable systems every day.

Job Description

As a Technical Support Analyst (L2), you will provide advanced technical assistance to customers, resolving complex software issues across multiple channels while ensuring excellent service quality, fast resolution times, and a consistently high customer satisfaction experience.

Job Overview

Employment type: Indefinite term type contract
Shift: Day Shift, Monday to Friday, EST 09:00 AM – 06:00 PM
Work setup: Onsite, Connecta 26, Colombia

Exciting Perks Await!

• 5-day work week
• Weekends off
• 20 vacation days in total
• Prepaid medicine
• Fully customized Emapta laptop and peripherals
• Indefinite term type contract
• Direct exposure to international clients
• Career growth opportunities

The Qualifications We Seek

• At least 3 years of experience in a technical support role, with a total of at least 5 years in customer support
• Strong problem-solving skills with the ability to analyze and resolve technical issues
• At least 1 year of experience in software engineering or development, or 2 years of experience as a networking administrator
• Advanced knowledge of operating systems, including:
• Proficiency with SSH and terminal commands
• Experience with Linux (server versions specifically)
• Strong asset: proficiency in Docker and Docker-based deployments
• Plus: experience in AI fine-tuning or AI inference
• Excellent verbal and written communication skills
• At least 2 years of experience with Python, Shell scripting, and SQL

Your Daily Tasks
Customer Support and Problem Resolution

• Provide clear and timely communication to customers regarding issue status and resolution progress
• Deliver support via email, phone, chat, and video calls (Google Meet, Zoom)
• Resolve complex software-related issues efficiently and effectively
• Manage escalated tickets, providing detailed solutions or escalating when required
• Educate customers on product features to encourage self-resolution when possible
• Maintain a CSAT score above 95%, with SLAs of 24 hours for simpler issues and 72 hours for complex cases

Documentation and Communication

• Create and maintain troubleshooting guides and knowledge base articles
• Translate technical concepts into clear, user-friendly explanations
• Demonstrate strong attention to detail in all customer interactions

Collaboration and Escalation

• Work closely with developers, QA engineers, product managers, and customer success teams
• Escalate unresolved issues to appropriate teams and follow through until resolution

Technical Analysis and Solutions

• Use diagnostic tools to identify root causes and implement fixes or workarounds
• Analyze logs and software code to detect bugs or performance issues
• Monitor system performance and configurations to ensure stability
• Experience with Datadog, Grafana, SQL databases, and CRM tools is a strong advantage

Customer Configuration Assistance

• Support customers with installation, setup, configuration, and customization of software solutions

Welcome to Emapta Colombia!

At Emapta, you're not just joining an industry-leading outsourcing provider; you're becoming part of a community that celebrates the rich cultural tapestry of Colombia. Our track record of success and diverse international clientele across various industries provide a solid foundation for your career. With over 1,000 global partners preferring to open remote jobs in the country, our vision is to help you and thousands more Colombians reach your full potential and dreams without the need to leave the country and work abroad.

Join forces with passionate professionals who share the desire to make a meaningful impact through premium global opportunities, all at your fingertips. Emapta isn't just a company; it's a community that values the balance between work and life. Start a truly exciting journey with us and discover how your talent can flourish in a setting that celebrates the spirit of Latin America.

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